For transfers from an airport, port or station, your driver will be waiting in the arrivals hall, or the meeting point specified on your travel voucher, holding a sign or tablet with your name. When collecting you from your accommodation, the driver will inform the hotel reception and wait in the lobby or outside.
For transfers from an airport or port, please follow the instructions on your travel voucher. Our shuttle partner will have desk at the airport. Pick-up arrangements for your return trip are confirmed by SMS and email no later than 12 hours before departure.
We monitor flights for delays and reschedule your transfer service so that a driver is there to meet you when you land. If your flight is diverted to a nearby airport, the airline will charter buses to bring passengers to the destination airport and we will arrange for the driver to collect you from the bus. In the unlikely event that we are unable to provide a driver at the later time, we will refund the affected transfer service.
The price you pay includes service-related fees for the driver. If however the drivers’ level of service surpasses your expectations, you may wish to offer a gratuity of up to 10% of the pre-booked one-way fare.
Your driver will be waiting for you in the arrivals hall holding a sign with your name. For hotel collections, your driver will ask for you at the reception desk. Detailed pick-up instructions are included with your travel vouchers.
Our shuttle transfer service partners have representatives and desks at airports and cruise terminals. Detailed pick-up instructions are included with your travel vouchers, including the procedure for confirming your departure pick-up arrangements.
If you are unable to find your driver, please call us immediately using the assistance number printed on your travel vouchers. Our 24/7 multilingual team can resolve any misunderstandings or locate the driver by speaking to the local transport operator.
Our shuttle transfer service partners have representatives and desks at airports and cruise terminals. Detailed pick-up instructions are provided on your travel vouchers. If you are unable to find the local representative or the desk of our shuttle transfer service partner, we recommend asking at the on-site information desk. Alternatively, please call us using the travel assistance number printed on your vouchers.
The pick-up arrangements for your return journey will be confirmed by SMS message and email no later than 18 hours before your departure.
Important: We can usually find solutions to problems that are promptly reported to our 24/7 customer service team. Please therefore note that costs of alternative travel arrangements will only be refunded if organised, or pre-authorised, by a member of our customer service team.
If you have booked a private airport transfer, your driver will meet you in the arrivals hall and escort you directly to the vehicle.
Once you have been assigned a vehicle, our shuttle partners aim to have you on your way within 30 minutes for Express Shuttles and an hour for Shuttles. Flight delays caused by strike action or bad weather may affect these targets.
There is no need to reconfirm your departure transfer, your driver will collect you at the pick-up time indicated in your booking.
The route your shuttle service takes and the stops it makes will not be finalised until 48 hours, sometimes only 24 hours, before your departure. We have arranged for you to received an SMS and an email confirming your pick-up arrangements no later than 18 hours before your scheduled flight departure. In the unlikely event that you haven’t received your pick-up information by this deadline, please follow the instructions on your travel voucher or give us call – we’re always here for you.
We recommend that you print and take your travel documents with you. Smartphones are terrific, but useless when the battery runs out! That said, an on-screen email of your booking confirmation is a valid travel voucher and will be accepted by all of our transport operators.
The lead passenger should travel with a mobile phone so that we can contact you if necessary. We may send service notifications, call if we’re forced to change your itinerary or have trouble locating the pick-up address.
Please send an email to our 24/7 Customer Service Team describing the lost item. We will contact the driver to check whether your item has been found. If the item is found, you will be able to collect it from the transport operators’ offices. Alternatively they can arrange for a courier to collect and deliver the item at your expense to an address you provide.